Case study #1

Read case study Managing the Patient Experience: Facing the Tension Between Quality Measures and Patient Satisfaction (p. 431) in your textbook and answer the following questions. Need to thoroughly explain your answer. You may need to use outside resources to support your answer.

1. Explain how Mr. Jackson could use each of Gulick’s 5 management functions to implement his patient expectations program. Page 41.
2. Focus on the next-to-last paragraph that describes the development of the educational video. You will determine what steps are necessary to create the video. For example, will you use existing staff or hire actors? Will you create a script, will you edit the video, etc. Create a Gantt chart (as in Exhibit 3.7 on page 77) for that project using Microsoft Excel.

• If you need guidance on creating a Gantt chart, use LinkedIn Learning or YouTube and search for Gantt chart. Use information from the case and your imagination/creativity to decide which tasks to include in your Gantt chart. Here’s a YouTube video titled.
• or this website

1. Using Chapter 5, explain how various coordination methods from Chapter 5 could be used to coordinate patient experience work at AMC.
2. Consider the pros and cons of internal and external recruitment. How might Mr. Jackson’s prior jobs and work experience affect his success as chief experience officer at AMC?

Questions to Answer In This Deep Dive

• Explain how Mr. Jackson could use each of Gulick’s 5 management functions to implement his patient expectations program. Page 41.
• Focus on the next-to-last paragraph that describes the development of the educational video. You will determine what steps are necessary to create the video. For example, will you use existing staff or hire actors? Will you create a script, will you edit the video, etc. Create a Gantt chart (as in Exhibit 3.7 on page 77) for that project using Microsoft Excel.
• Using Chapter 5, explain how various coordination methods from Chapter 5 could be used to coordinate patient experience work at AMC.
• Consider the pros and cons of internal and external recruitment. How might Mr. Jackson’s prior jobs and work experience affect his success as chief experience officer at AMC?

5 reference with blue ink